Member Solutions Manager

GENERAL PURPOSEThe Member Solutions department oversees and maintains processes critical in mitigating losses to the organization as they relate to loans. The Member Solutions Manager is responsible for leading and actively participating in the Credit Union’s collections and recovery operations. This role functions as a hands-on, working manager who supervises the collections team while personally managing complex, high-risk, or sensitive accounts. The Member Solutions Manager ensures regulatory compliance, protects Credit Union assets, and balances effective recovery with a respectful, member-centric approach.ESSENTIAL DUTIES AND RESPONSIBILITIESUphold CCU's core values: Be the Advocate, Embrace Curiosity, and Be Compassionate.Works closely with the CFO to enhance the collection process.Assisting the team and members with payment assistance programs.Supervise and direct daily collections operations, including workload prioritization.Hire, train, coach, develop, and evaluate Member Solutions staff.Maintains delinquency control and follow-up program for loan and share accounts that are late, delinquent, and potentially delinquent or charged off.Establish and adhere to expectations for compliance, professionalism, and thoughtful member connections.Build organizational dashboards to create visibility into KPIs and results; allocate resources to meet delinquency management and recovery goals accordingly.Draft, maintain, and recommend updates to collections policies and procedures.Supervises and maintains collection related processes including but not limited to:Collection calls and follow-upBankruptcy (Chapters 7, 11, and 13) and appropriate measures to protect the credit unionRight-to-cure (RTC) notices and replevinsGarnishments and leviesDeferment and interest-only payment assistanceTow/impound notificationsRepossessions and foreclosuresAttorney invoicesIdentify delinquency, charge-off, and underwriting trends and communicate risks.Personally manage escalated, complex, or high-risk accounts.Negotiate payment plans such as payment arrangements, settlements, and extensions.Determine recovery actions when satisfactory arrangements cannot be reached.Review accounts for ancillary product refunds, insurance claims, and skip claims.Serve as primary liaison with attorneys, repossession agents, and collection agencies.Represent the Credit Union in legal proceedings or professional meetings as required.Collaborate cross-functionally with Lending, Risk, Accounting, Compliance, and Member Services, to identify, analyze, and resolve collection-related issues, trends, and process gaps.Resolve member complaints and escalations related to collections.Maintains accurate records of all collections, communication, and activity.Coordinate liquidation of repossessed collateral through the credit union or approved third parties.Review collection activity reports from attorneys and third-party collection agencies.Provide informed, empathetic, professional, and accurate service and support to all members and employees.Ensure compliance with state and federal regulations such as the Fair Debt Collection Practices Act (FDCPA) and Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) law, and the Colorado amended regulations such as the CFDCPA; ensure collection activity is always within Credit Union policy and all relevant regulations.Handle negative account processes including communication, charge offs, fee reversals, and submission of required loss and status reporting ChexSystems.Participates in credit union business development and community relations activities.Adhere to all service standards as outlined in the credit union’s policies and procedures.All other duties as assigned.KNOWLEDGE, SKILL AND ABILITYAnalytical, critical thinking, and problem-solving abilities in combination with effective interpersonal relationship skillsDemonstrated ability to supervise, manage, and effectively lead a department with a strong working knowledge of applicable laws and regulatory requirements, especially those related to collections and bankruptcyProfessional, approachable, and ethical leadership styleThorough knowledge of laws and regulations related to collections and bankruptcyAbility to stay current on regulatory changes impacting Credit Union collection practicesExcellent written and oral communication skillsStrong attention to detail with a high level of accuracyStrong organizational, planning, and time management skillsAbility to handle and maintain confidential information with discretionSelf-motivated, proactive, and able to take initiativeProficiency in Microsoft Office, general computer programs, and general office equipmentAbility to work independently with minimal day-to-day supervisionBi-lingual in Spanish is preferredEDUCATION OR FORMAL TRAININGBachelor’s degree, or equivalent experience in a related field is required.Collections, consumer finance, and/or lending background required.The ability to obtain Certified Financial Counselor status.EXPERIENCEThree to five years of experience in a financial institution, lending, or collections required.One to three years of experience in management is preferred.WORK ENVIRONMENT/PHYSICAL ACTIVITESWORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Colorado Credit Union prefers for staff to be in a branch location at least three days a week, which is typically Monday, Wednesday, Friday, and hybrid work from home is an option for the other days of the week.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will often be required to move around for a majority of the day. The employee must occasionally lift and/or move up to 25 pounds.BENEFITSThis position is eligible for the following benefits:Medical/Dental/Vision InsuranceCompany Paid Life, Short-term Disability, and Long-term Disability InsuranceVoluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance401k Employer Contributions & MatchAnnual Profit Sharing funded into the 401kTuition Reimbursement (Max $5,250.00/annually)Paid Time OffCompany Paid HolidaysWork-Life Balance and Flexible Work SchedulesCross-Training and Career Development OpportunitiesWellness ProgramEmployee Recognition ProgramAnnual Bonus Based on Company Performance #J-18808-Ljbffr Colorado Credit Union